Sony Vaio and Sony Warranty
Vaio Laptop Fan Failure and Melted Plastic Denied Warranty Repair

I work for US Government, I feel that I was unfairly denied warranty service as well as any adequate response from Sony. In August09, I bought new laptop Sony Vaio. Soon after I noticed loud noises and computer overheating. I contacted Sony and was informed that this specific model series might have fan failure. Sony serviced the computer onsite and replaced the fan. During the repair I mentioned to specialist about discoloration and melted plastic and was informed that I should follow up with Warranty for repair. On June10, I asked by Sony Warranty to send it for repair. After Sony received the computer I received a reply from Sony that I'll need to pay for parts and labor with no explanation. I called (866) 942-9667 and I was surprised to hear that discoloration and melted parts were not result of interior defects. My laptop was hardly used due to fan failure since I had to purchase a new computer from my business use. I described to them that my computer is in mint condition with weird discoloration that is not result of careless use. After 45 minutes and being put on hold, I asked representative to send me written statement for why I am being denied a service. To my surprise Sony representative made it quite clear no such statement can be given in writing. It's clear that denied claims don't require any justification from Sony's. I was also denied supervisor. I was also denied any email or phone to file my complaint - I was told that I had no further options. This is unethical business practice from Sony. Its quite clear that the previous overheat from fan failure caused the melting and discoloration -with Sony to replace melted and discolorated parts. In return I was even denied a simple written response or supervisor. Outrageous!
It's hard to believe that Sony treats this way customers that have warranty and get no reliable explanation nor service. I didn't ask for new laptop, I do risk that previous heat and fan problem, might have also melted something inside the laptop since it has even shown up on the outer plastic. I only wanted repair/exchange of that melted and discoloration parts, which compared to retail value of the laptop in time I bought it-$1600, is only $180. I'm really disappointed and due to offered service, I highly doubt if I'm ever going to keep/receive/buy/give any Sony products!

Company: Sony Vaio and Sony Warranty
Country: USA
Site: sony.com

  <     >